Sales & Service - The Lost Art of Retail


Manage episode 297370165 series 2859383
By Christine Cowan, David Ian Gray, George Minakakis, Gary Newbury, Craig Patterson, Christine Cowan, David Ian Gray, George Minakakis, Gary Newbury, and Craig Patterson. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

There ha s been much trumpeting of "customer experience" over the past decade. However, the experiential foundations of the past 100 years are still these: sales and service.
Have we forgotten what exceptional sales and service entails? Have productivity efforts gone too far? This is different than having shiny interactive displays in store... this shows up when we shoppers have our specific problems solved, when we gratefully buy something more expensive because an associate helps us better understand the value it brings. We don't feel 'sold'.

Why is it eroding? What are the underlying causes that are getting missed? Why does online face its own challenge? And where do some innovations such as advanced chat or facebook live offer a lifeline?

29 episodes